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Would you like to work within a company where there is no evening or weekend work and you are guaranteed bank holidays off, but also offers:

• Free onsite parking
• Casual dress
• On the job development
• Opportunity to work towards an ICS qualification
• A great supportive culture
• Free tea and coffee
• Health Cashplan

... and only a few miles from Blackpool Town Centre with good public transport links?

What’s on offer?

• 35 hours per week. Shifts between 8am – 6pm, Monday to Friday.
• No evening or weekend work and guaranteed bank holidays off.
• 26 days annual leave per year + bank holidays off
• A great team environment with a supportive culture
• On the job development opportunities
• Working for an established national brand
• Free onsite parking, tea and coffee and work social events
• A first-class benefits scheme (on successful completion of a 3-month probationary period) including:
• Option to buy additional holidays
• Health Cashplan
• Discounted Gym Membership
• Cycle to work scheme
• Option to purchase additional Pension

We are searching for a polite, professional Customer Service Advisor to work within our existing Contact Centre Customer Service Team. You will provide outstanding service to our members by answering questions, handling complaints, and providing expert guidance on our range of products and services. A day will usually consist of inbound calls, outbound calls and emails, all interactions will create a positive experience for the member. You will listen to members in order to understand their needs, address all their questions and queries, and then provide accurate and efficient responses. This is within a great team environment and a supportive culture.

To be successful you should be customer-focused, detail oriented, and efficient. You should also be polite, reliable, knowledgeable, and adaptable.

Your role responsibilities will be:

• Handling calls and emails from members to respond to their needs, queries, or other issues with products or services
• Responding efficiently and accurately to queries, identifying and explaining possible solutions, and ensuring that members feel supported and valued
• Engaging in proactive Customer Service, using active listening whilst confirming or clarifying information
• Providing excellent customer service to all Members / prospects in line with the agreed KPIs and quality standards
• Working with team members and other departments to ensure, where possible, a first-time resolution
• Keeping up to date with FSB news, wider industry activity and our products and services in order to provide relevant information to members
• Using software, scripts, databases and tools effectively resolve queries and enhance the member experience
• Engage in training and other learning opportunities to improve knowledge and service delivery
• Contribute to a strong culture of learning and feedback

What FSB are looking for in a candidate:

• Great verbal and written communication skills
• Excellent timekeeping and self-management
• Ability to multitask whilst maintaining the highest levels of service and quality
• Previous telephone experience
• Ability to remain calm whilst dealing with challenging situations
• Polite, reliable and friendly manner
• Extremely conscientious
• Proven experience of customer service delivery
• Computer literate, in particular Microsoft products & databases
• Experience of working with data and an awareness of GDPR
• Problem solving skills including objection handling and empathy

Who are FSB?

We’re the UKs largest non-profit organisation representing Small Businesses. As experts in business, we offer our members a wide range of vital business services including advice, financial expertise, support and a powerful voice heard in government. Our mission is to help smaller businesses achieve their ambitions.

Additional Information

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

As an equal opportunities’ employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department at [email protected].

Applicants are advised to apply early; we reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and short listed for interview you will be contacted by email.